IT Support Technician

Full-Time IN PERSON Position.

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This position provides technical support for the city’s information technology systems.

• Installs, maintains, troubleshoots and repairs city computers, printers, and peripheral devices; tests equipment to identify errors and initiate corrective actions.
• Installs, maintains, and updates software.
• Communicate with vendors and service representatives to resolve problems.
• Makes recommendations regarding the repair, replacement or upgrade of hardware and software.
• Initiates action to correct errors and recover data.
• Tests and evaluates new software.
• Adds, deletes, and manages user accounts.
• Maintains inventory of department supplies and equipment, initiates orders for new or replacement materials.
• Provides training to end users on a variety of hardware and software programs. 
• Maintains documentation of system activities, operations, modifications, maintenance, and other activities.
• Performs related duties.

• Knowledge of the principles used in analyzing, evaluating, modifying, installing, maintaining, and testing information systems and technology.
• Knowledge of specialized software applications and programs. 
• Knowledge of help desk and user support principles. 
• Knowledge of the installation of computer hardware, software, and peripherals.
• Skill in troubleshooting and resolving computer hardware and software problems.
• Skill in problem solving.
• Skill in prioritizing and planning.
• Skill in interpersonal relations.
• Skill in oral and written communication.

SUPERVISORY CONTROLS

The Information Technology Manager assigns work in terms of very general instructions. The supervisor spot-checks completed work for compliance with procedures and the nature and propriety of the final results.

GUIDELINES

Guidelines include industry best practices; manufacturer installation, operations, and repair manuals; and department and city policies and procedures. These guidelines are generally clear and specific but may require some interpretation in application.

COMPLEXITY/SCOPE OF WORK

• The work consists of related technical duties. The unique nature of each end-user’s needs contributes to the complexity of the position.
• The purpose of this position is to provide specialized technical support for city IT operations.  Successful performance contributes to the efficiency and effectiveness of a variety of city operations.

CONTACTS

• Contacts are typically with coworkers, other city employees, vendors, contractors, and the general public.
• Contacts are typically to exchange information, resolve problems, and provide services. 

PHYSICAL DEMANDS/ WORK ENVIRONMENT

• The work is typically performed while sitting at a desk or table or while intermittently sitting, standing, or stooping. The employee occasionally lifts light and heavy objects, climbs ladders, and uses tools or equipment requiring a high degree of dexterity.
• The work is typically performed in an office or computer room. and outdoors, occasionally in cold or inclement weather.   The employee is exposed to noise.

SUPERVISORY AND MANAGEMENT RESPONSIBILITY

None.

MINIMUM QUALIFICATIONS

• Knowledge and level of competency commonly associated with completion of specialized training in the field of work, in addition to a high school diploma or GED.
• Sufficient experience to understand the basic principles relevant to the major duties of the position, usually associated with the completion of an apprenticeship/internship or having had a similar position for one to two years.